Most businesses today use CRM software to manage and track interactions between current and future customers, which help prevent a communication breakdown between the company and these loyal and potential clients. While the Customer Relationship Management (CRM) tool may be capable of handling all the heavy lifting in the business, it is the manager’s responsibility to ensure he/she acquires the right CRM tool for the company. While most CRM tools come with a matrix of features and capabilities, it would be advisable to stick to the features you require, and an easy to use application. Outlined below are some of the most important features and capabilities you should look out for when shopping for CRM software.
1. Ease of integration and simplicity: Nothing will hurt your business more than investing in a tool that is too complicated and almost impossible to use. Integrating the tool into other business flow applications should be easy and seamless as well. Although you may have many picks, it would be advisable to try or test them out before making the order. Your employees will be using the system on a day-to-day basis, meaning it needs to be as simple as it can be.
2. Multichannel support: One of the main ideas behind investing in a CRM software is to make it easier for your support staff, to communicate with loyal and potential customers without any glitches. Although most CRM systems out there support one or two communication channels, be keen to pick one of stronger and more efficient multichannel support. This is because customers may choose to use chat, emails, or even a service phone number to communicate.
3. Mobile access: This is one of the most important features needed for all businesses worldwide – the ability to access CRM data remotely via a handheld device. Making CRM data accessible via handheld devices (smartphones, tablets, and remote computers) makes it easier for you (the manager) or employees to be able to work remotely without necessarily having to be in the office. In addition to this, mobile access makes it easier for employees to complete deals while on transit or vacation.
4. Campaign management: The CRM tool you opt to go for should also have a strategic and practical campaign management capability that enables the staff to monitor, evaluate, report and even make necessary changes when needed. Enabling the tool to handle all these tasks leaves the support staff with one responsibility – make each campaign a success.
5. Flexibility and easy to customize: While most CRM soft wares are almost identical, it would be advisable to choose one with extended support, flexibility and easy to customize as well. An easy to customize software ensures employees (or even you) can tweak the tool to favor business operations with your company, thus making it more practical and efficient. Some open source and paid CRM tools allow clients to tweak them to their preferences, while most of them do not. It would therefore be advisable to do some window-shopping and testing before deciding on the right one to use.
Shopping for CRM software isn’t easy at all. Nonetheless, with the right info and patience, you should be able to find the right one for your company or organization.